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Using Agent Home to manage your work efficiently



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Lisa Kelly

Zendesk Documentation Team

Edited Feb 11, 2025


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52 comments

Could we get documentation on the difference between this and the old agent workspace? I'm confused as to what the difference is between these and how it will effect our agents. It is hard to make a change like this without knowing the impact it will have on what our agents are used to. 

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Echo'ing Naomi's comment, having a video or such showing the difference (and a confirmation that this feature can be disabled again) would be great.

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Would also like to see a side-by-side or tutorial video on this... need to know full picture of seemingly huge global change to a company's CS interface before pulling the switch... Thx!

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Hello, this looks great. I would like to know if there is a way I can preview this as an admin before enabling it for all agents. I would love to explore and understand the benefits before releasing it to our team. Thank you.

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Yes, please. Give us something to look at before we make changes, to get a feel for this.

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Christine Diego

Zendesk Customer Care

Hi Jose and Jason,

As of the moment there's no option to preview the agent home, you will have to activate it on the account. But if you would like to test it out first, if you are on the enterprise plan, you can create a Sandbox account and activate the agent home feature there or you can create a new trial account for testing purposes. 

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I too am wondering why there is no video showing the new Agent Home interface, what it looks like, how it works, so we can be better informed before we activate something in production. 
This is not a good business model to make changes like this live in production without the ability to see what it looks like first. 'Testing' it in production is not feasible for most of us. 
Thank you. 

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Christine Diego

Zendesk Customer Care

Hi Jim,

Thank you so much for taking the time to provide us with your feedback here. I wanted to point you in the direction of our product feedback forum for the Support ticketing interface where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

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Hello!

I'm wondering if agents will be able to select 'good' or 'bad' on the new home page and be able to see the list of tickets with that satisfaction rating and the comments from the customer as they used to be able to before

Also, the status filter doesn't seem to be capturing all opens, specifically. We have another view to check and it shows 12 opens but when filtering by status it's only showing 9 of those. We've tried this with a few different agents and it's doing a similar thing. We have also tried setting the last filter to sort by 'newest updated' rather than 'recommended' and it doesn't seem to help. The tickets are recent so there is no reason I can think of for it to not work

Thank you!

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Christine Diego

Zendesk Customer Care

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Hey Christine

I've already created views showing them but was hoping it would be available on the new home page at some point. Could you confirm whether it will be an option in future?

In order for the views to work in replacement of the legacy home page, I'd be looking for another column when formatting that will show the satisfaction comment without having to click on to the tickets themselves and this isn't currently an option

Could you also come back to me on the second part of my first message? Thank you!

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The Agent Home screen doesn't seem to show New / unassigned tickets. Do I need to have tickets automatically become assigned in order to view them here? 

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Lisa Kelly

Zendesk Documentation Team

Hi Nikki
Agent Home shows tickets that are assigned to the agent who is viewing the page. New, unassigned tickets must be manually or automatically assigned to the agent before they appear on the Agent's Home page. For unassigned tickets, refer to the Unassigned tickets view

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I just enabled this yesterday and today I have a brand (non default) with about 10 agents all indicating they don't see any information in the Home Section. That said, it seems like agents supporting my non default brand are fine. I've gone over the Limitations Documentation to see if there was any indicator there as to why a group of my agents see nothing in Agent Home but nada.

Any idea or should this end up being a ticket? There was a lot of enthusiasm from the agents when we announced this change being enabled but it died out quite quickly as there was nothing for agents to see in there.

Thanks.

 

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Christine Diego

Zendesk Customer Care

Hi Tony,

I would suggest creating a ticket to our support team to further check the issue Contacting Zendesk Customer Support

Thank you! 

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Aaron Doane

Zendesk Luminary

We were very excited to try the new Agent Home, but have since found a number of shortcomings that have almost immediately turned agents off from using it. 

  • As listed above, there is no automatic refresh for web and email tickets. As an organization that only uses these channels, this is very disappointing. To add to this frustration, there is no refresh button on the Agent Home screen, requiring the agents to refresh their browser to see ticket updates. This is not a good agent experience. Automatic refreshing of views is something that has been asked for by many (see this post) and the most recent official comment is that these enhancements would come via Agent Home, but this does not appear to be the case thus far. 
  • The font size is smaller than necessary, making it harder for some agents to read (I already submitted a feedback post about this)
  • CSAT statistics are no longer clickable, requiring us to create additional views when the goal of Agent Home is to reduce the number of views. Feedback post here.
  • In general, agents find Agent Home to be a bit cluttered. This could be due to the choice of so much bold font. Feedback has been that the screen is a bit overwhelming to look at and agents prefer the simplicity of a view. 

There are a lot of good things that were added, such as CC'd and Following, however, general feedback from agents is that the things listed above outweigh the positive enhancements. 

Do we know if there will be additional updates to Agent Home to address some of these concerns?

Thanks!

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+1 on the need for auto-refresh. It's a poor workflow not to be able to see updates as and when they happen, and something that our agents are complaining about. 

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Zac Garcia

Zendesk Product Manager

Hi Naomi Greenall! That's a great idea, and we'll try to get something put together in the next couple of weeks.

As a point of clarification, this does not change the Agent Workspace - the way you work on tickets will be unchanged. This is a change to the start page experience - the Dashboard (a view of all tickets assigned to all your groups) will switch over to show Agent Home (a personalized list of all tickets assigned to you, sorted by urgency, with realtime updates for Messaging, and quick access to any collaboration you're participating in).

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Gerald J

Zendesk Luminary

We tried forcing our agents to use Home by removing some of the Views  they have. The feedback was they prefer the View option where the ‘Play’  button is available. This let them work continously. It would be nice if ‘Play’ would also be available in the Home page. So for now, we enabled My Open Tickets view again.

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Aaron Doane

Zendesk Luminary

My prior comment had multiple bullet points, so I wanted to note that one point is particularly problematic. 

Has there been any progress in adding refresh functionality to Agent home for Non-messaging channels? not having an automatic refresh is one thing, but there is an entire lack of a refresh button, requiring agents to refresh their entire browser window. 

The lack of a refresh option is really hurting adoption of this new tool. Has there been any discussion about addressing this?

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Shawna James

Community Product Feedback Specialist

Hey Aaron, thank you so much for taking the time to provide us with your feedback here. I know you are well familiar with this space but I did want to ask if you could move this product feedback to our forum for Support where we collect product feedback and where our PM’s review feedback from our customers. While we appreciate you engaging here, we would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

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Hello, 

 

as a little feedback, it would be nice if followers of tickets could have in the agent home something like updates, or if this would be included from the beginning for followers, so they stay up to date.

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We are not using Ticket Statistics. Can I remove this section from the Agent home page?

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Lisa Kelly

Zendesk Documentation Team

Hi Efrat, 
Tickets Statistics cannot be removed from the page. We recommend posting this request on our Community feedback site

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Child tickets do not show up in Agent Home which makes this change useless for us.  Can we get these tickets on the Agent Home, please?

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Lisa Kelly

Zendesk Documentation Team

Hi Mark. Thank you so much for taking the time to provide us with your feedback here. I wanted to point you in the direction of our product feedback forum for Agent Home where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

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Why are phonecall tickets not included in this workspace/dashboard? How is this useful for a customer service team if the agent can't see phonecall tickets in their queue? (i.e. callbacks, voicemails that need returned, etc.)

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Lisa Kelly

Zendesk Documentation Team

Hi Erin, 
The team is aware of this limitation. They are working on adding Talk tickets to Agent Home. Stay tuned.  When it's ready we will update the article. 

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Zac Garcia

Zendesk Product Manager

Mark Nino Valencia support for child tickets will be coming soon! We are adding channels progressively and expect to support all tickets by end of year!

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Will there be an option for admins to post announcements internally to agents on the agent home?

For example, outages or app issues, or new feature notices to internal agents?

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